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"This research aims to analyze the quality of subdistrict public services in decentralization era, identifyservices dimensions or attributes that are prioritized by subdistrict for a better performance, and conduct comparative study to analyze whether a subdistrict with larger delegated authorities has a better quality of public services. The analysis was conducted using the Service Quality (ServQual) that had been developed into Importance Performance Analysis (IPA). The research was conducted through surveys in two locations i.e. Katapang Subdistrict in Bandung and Dramaga Subdistrict in Bogor, on three types of services namely 1) civil administration/registration services 2). Business license services and 3). Building construction license services.The research result showed that although the subdistricts had legally and formally shifted into local government institution, the quality of public service performance is still not optimal. This was indicated by the lower performance index as well as the importance index of the respondents for both subdistricts, in other words there were gaps between respondents perception and respondents expectation on public service quality."

"Abstract. This research aims to analyze the quality of subdistrict public services in decentralization era, identifyservices dimensions or attributes that are prioritized by subdistrict for a better performance, and conduct comparativestudy to analyze whether a subdistrict with larger delegated authorities has a better quality of public services. The analysiswas conducted using the Service Quality (ServQual) that had been developed into Importance Performance Analysis (IPA).The research was conducted through surveys in two locations i.e. Katapang Subdistrict in Bandung and Dramaga Subdistrictin Bogor, on three types of services namely 1) civil administration/registration services 2). Business license services and 3).Building construction license services.The research result showed that although the subdistricts had legally and formallyshifted into local government institution, the quality of public service performance is still not optimal. This was indicatedby the lower performance index as well as the importance index of the respondents for both subdistricts, in other wordsthere were gaps between respondents perception and respondents expectation on public service quality"

"Kurangnya pelayanan kepada masyarakat diperkirakan karena kurangnya pemberdayaan pemerintah kecamatan Jatinangor sebagai salah satu perangkat organisasi daerah terdepan yang melaksanakan tugas umum pemerintahan bidang koordinasi, pembinaan dan bidang pelayanan masyarakat. Penelitian yang digunakan adalah deskriptif dengan pendekatan kualitatif. Tujuan penelitian ini adalah menggambarakan tugas umum pelaksanaan tugas kepemerintahan Kecamatan Jatinangor dan sebagai pusat pelayanan masyarakat. Hasil penelitian menunjukkan bahwa pelaksanaan tugas umum kepemerintahan bidang koordinasi, pembinaan dan bidang pelayanan kepada masyarakat belum optimal karena kurang maksimalnya implementasi kewenangan kecamatan dan kurang tersedianya unsur 3P (Personalia; pembiayan dan sarana, prasarana)."

"The Government of Indonesia has enacted Law No. 32 of 2004. It has affirmed that the head of a sub-district is a local apparatus of district/town, who acquires some of the government authorities from the district head/mayor. Such guarantee of partial authority is significant. With the authority in his hand, the subdistrict head is able to set in motion and put in orders for the developments in his territory to be more dynamic, democratic, and legally-carried out. Nevertheless, the roles of the sub-district head—supposedly to mediate and overcome problems in society, as stated in the Law No. 5 of 1974—are no longer entirely accommodated in the Government Regulation No. 19 of 2008 issued by the central government to regulate sub-districts"

"Tesis ini membahas Kualitas Pelayanan Publik di Unit Pelayanan Terpadu Satu Atap Kota Administrasi Jakarta Utara. Penelitian ini adalah penelitian kualitatif dengan menggunakan Metode SERVQUAL untuk mengukur kualitas pelayanan dari sektor penyedia layanan dan penerima layanan. Hasil penelitian menyimpulkan bahwa pelayanan perizinan di Unit Pelayanan Terpadu belum optimal dan menyarankan perlu dilakukan perbaikan terhadap faktor kepastian waktu penyelesaian perizinan, ketepatan buka/tutup loket dan kecepatan petugas pelayanan menghadapi permintaan pelanggan. Dengan melakukan peningkatan terhadap sumber daya manusia dan peralatan pendukung serta melakukan kajian dan evaluasi terhadap prosedur pelayanan saat ini untuk menciptakan Pelayanan perizinan yang lebih cepat, mudah dan murah.

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This thesis discribed about Public Service Quality at One Gate Integrated Service Unit in North Jakarta Distric Administration. The research?s type is qualitative research with SERVQUAL method for measuring quality of service providers and customers. The result of this research is One Gate Integrated Service has not been optimum yet and there are some recommendations given such as: service time frame, counter working hour, and customer service responsiveness. By developing human resource management, supporting instruments, and doing evaluation research based on existing basic procedure in order to create faster, easier, and cheaper of public services."